At a glance
Hiring and listed locations describe the job, not the employer’s headquarters. Employer location has not been verified.
- Location
- Hiring in Philippines
- Work setup
- Remote
- Employment type
- Full-time
THE OPPORTUNITY
The employer listing
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About the role
- Position: Customer Service Representative
What you'll do
- Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
- Respond to product inquiries , order management requests , and reward program questions.
- Manage returns and exchanges , including warranty and defect-related concerns.
- Assist with tracking requests, delivery status inquiries, and lost shipment claims.
- Update and manage orders in Shopify , including address changes and cancellations.
- Ensure all interactions are brand-aligned, professional, and customer-focused
- Meet or exceed targets for CSAT, first response time, and resolution time.
- Maintain accurate documentation and updates in Gorgias and internal tracking tools.
- Support volume surges during sales, launches, weekends, and special campaigns.
- Collaborate with internal teams to ensure operational continuity and issue resolution.
What they're looking for
- Proven experience as a Customer Service Representative in ecommerce.
- Strong written English communication skills with a customer-first mindset.
- Experience handling high ticket volumes in a fast-paced environment.
- Familiarity with order management, returns, and shipping-related inquiries.
- Ability to remain calm, accurate, and professional during peak volume periods.
- Strong attention to detail and ability to follow workflows and SOPs.
- Tools & Technology
- Experience with or the ability to quickly learn the following tools is essential:
- Shopify – order and customer management
- Loop – returns and exchanges
- Gorgias – ticketing, live chat, and messaging
- Wonderment
- Google Workspace – Google Sheets and Docs for reporting and documentation
Nice to have
- Flexibility to support weekends and peak periods is highly valued
- Experience with Gorgias, Shopify, or similar platforms is a strong advantage.
Important requirements
- Number of hours: 48 hours/week
- Schedule:
- Monday – Sunday: 8:00 AM – 4:00 PM PST
- During product launches , chat may open 1 hour earlier
- During site-wide sales , chat coverage may extend from 5:00 AM – 7:00 PM PT
- Comfortable working weekends, extended hours, or fluctuating schedules when needed.
Source metadata
- Seniority: Mid-level
Other source details
- Position: Customer Service Representative Number of hours: 48 hours/week Schedule: • Monday – Sunday: 8:00 AM – 4:00 PM PST • During product launches, chat may open 1 hour earlier • During site-wide sales, chat coverage may extend from 5:00 AM – 7:00 PM PT • Flexibility to support weekends and peak periods is highly valued Key Responsibilities• Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
Original description · View source
Position: Customer Service Representative Number of hours: 48 hours/week Schedule: • Monday – Sunday: 8:00 AM – 4:00 PM PST • During product launches, chat may open 1 hour earlier • During site-wide sales, chat coverage may extend from 5:00 AM – 7:00 PM PT • Flexibility to support weekends and peak periods is highly valued Key Responsibilities• Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
Position: Customer Service Representative
Number of hours: 48 hours/week
Schedule:
Monday – Sunday: 8:00 AM – 4:00 PM PST
During product launches , chat may open 1 hour earlier
During site-wide sales , chat coverage may extend from 5:00 AM – 7:00 PM PT
Flexibility to support weekends and peak periods is highly valued
Key Responsibilities
Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
Respond to product inquiries , order management requests , and reward program questions.
Manage returns and exchanges , including warranty and defect-related concerns.
Assist with tracking requests, delivery status inquiries, and lost shipment claims.
Update and manage orders in Shopify , including address changes and cancellations.
Ensure all interactions are brand-aligned, professional, and customer-focused
Meet or exceed targets for CSAT, first response time, and resolution time.
Maintain accurate documentation and updates in Gorgias and internal tracking tools.
Support volume surges during sales, launches, weekends, and special campaigns.
Collaborate with internal teams to ensure operational continuity and issue resolution.
Qualifications
Proven experience as a Customer Service Representative in ecommerce.
Strong written English communication skills with a customer-first mindset.
Experience handling high ticket volumes in a fast-paced environment.
Familiarity with order management, returns, and shipping-related inquiries.
Ability to remain calm, accurate, and professional during peak volume periods.
Strong attention to detail and ability to follow workflows and SOPs.
Comfortable working weekends, extended hours, or fluctuating schedules when needed.
Experience with Gorgias, Shopify, or similar platforms is a strong advantage.
Tools & Technology
Experience with or the ability to quickly learn the following tools is essential:
Shopify – order and customer management
Loop – returns and exchanges
Gorgias – ticketing, live chat, and messaging
Wonderment
Google Workspace – Google Sheets and Docs for reporting and documentation
Originally posted on Himalayas
Employment type: Full Time
Seniority: Mid-level
Categories: Customer-Service, Customer-Support-Specialist, E-Commerce-Customer-Service, Chat-Support-Agent, Email-Support-Specialist, Customer-Service-Representative-(CSR), Customer-Service-Associate, Customer-Representative, Customer-Support-Representative, Customer-Operations-Representative
Job functions: Customer Service
Timezone restrictions: 8